Just want to confirm once i have enabled this feature will the supervisor/manager receive a copy of the newly created ticket? or it will only be added automatically as collaborator when the agent reply to the email? Sorry i got excited on my reply.

What i was actually looking for is to apply the same function when you are an agent. (e.g.) when a ticket is assigned to agent the account manager will automatically be copied ticket.

Cant find a good explanation on how it suppose to be setup or whats the common practice for requestor and agents when opening a ticket and why.

Can we say that the agent can decide whether there's a need to copy the manager depending the severity of the request or assure the users that the manager will be copied once the ticket is acknowledge by the agent.